At a Glance
- Tasks: Lead and innovate Laundryheap's customer lifecycle messaging programme to boost retention.
- Company: Join an award-winning startup transforming the laundry industry globally.
- Benefits: Enjoy a hybrid work environment with competitive pay and growth opportunities.
- Other info: Be part of a dynamic team with a direct line to impactful results.
- Why this job: Shape customer loyalty strategies and make a real impact in a fast-paced setting.
- Qualifications: 5+ years in B2C lifecycle marketing with hands-on CRM experience.
The predicted salary is between 60000 - 80000 € per year.
Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.
You will lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn’t a campaign execution role. It’s a leadership role with a hands-on edge, sitting at the intersection of CRM, product and data. You will build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you will manage a direct report to help deliver it. You will be accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against.
You will directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp.
What You Will Own
- The full retention loop:
- Post-order habit sequences (1st → 2nd → 3rd+ orders)
- Win-back and lapsed customer flows
- Subscription upsell tracks
- Behavioural nudges and lifecycle triggers
- Suppression logic and CRM segmentation architecture
- Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together
- The metrics that matter:
- Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+
- LTV and Time to reorder by cohort
- Lapsed customer recovery rate
- Unsubscribe and spam rates (as guardrails)
Who You Are
Must-haves:
- 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace
- Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar)
- Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions
- Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp
- Comfortable writing your own briefs and copy
- Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis
- Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends
What You Won't Be Doing
- Waiting for a brief. This role writes them
- Being handed a finished strategy - you will shape it, pressure-test it, and own what gets built
- Managing a large team - you will have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter
Work Schedule
9:00 AM to 6:00 PM GMT, 5 days a week (Mon-Fri), Hybrid Role
If you are a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behaviour across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.
Senior Manager - Customer Lifecycle in London employer: Laundryheap
At Laundryheap, we are not just transforming the laundry and dry cleaning industry; we are also committed to fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Senior Manager in Customer Lifecycle, you will enjoy the benefits of a hybrid work model, opportunities for professional growth, and the chance to lead innovative strategies that directly impact customer loyalty across our rapidly expanding global markets. Join us to be part of a passionate team where your contributions are valued and recognised, making every day at Laundryheap a rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Lifecycle in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in what they do and how you can contribute.
✨Tip Number 3
Practice your pitch! You want to be able to clearly explain your experience and how it relates to the role. Keep it concise but impactful, so they remember you.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Senior Manager - Customer Lifecycle in London
Some tips for your application 🫡
Show Your Strategy Skills:When writing your application, make sure to highlight your experience in building lifecycle strategies. We want to see how you've turned first-time customers into loyal ones, so share specific examples of your past successes!
Be Hands-On:This role is all about getting stuck in, so don’t shy away from mentioning your hands-on experience with CRM tools. Tell us about the automated sequences you've built and how you’ve optimised them for better results.
Data-Driven Decisions:We love a candidate who can turn data into actionable insights! In your application, include how you've used cohort data to inform your marketing strategies and any A/B tests you've run that led to significant improvements.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Laundryheap
✨Know Your Metrics
Before the interview, brush up on key metrics related to customer lifecycle and retention. Be ready to discuss how you’ve improved repeat order rates or customer lifetime value in your previous roles. This shows you understand the numbers that matter and can drive results.
✨Showcase Your Hands-On Experience
This role is all about building strategies from the ground up, so be prepared to share specific examples of how you've executed CRM campaigns. Talk about the tools you've used, like Customer.io or Braze, and any A/B tests you've run. This will demonstrate your practical knowledge and leadership skills.
✨Demonstrate Your Strategic Thinking
Laundryheap is looking for someone who can shape and pressure-test strategies. Think about a time when you had to pivot your approach based on data insights. Share this story to highlight your ability to adapt and innovate in a fast-paced environment.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific lifecycle challenges, like win-back strategies or managing lapsed customers. Prepare thoughtful responses that reflect your understanding of customer behaviour and your strategic approach to solving these issues.
